Description JOB SUMMARY Leadership To ensures that all weekly Schedules are managed. Being flexible to ensure the needs of the business are met. Conduct Night shift/ oversee departments operation (e.g., conduct shift briefings, ensure shift coverage), involved self in other department’s night operation. Serve as a department role model by performing technical or functional job duties. Find solutions for challenges at night and report to the management on the actions taken. Collaborate with management to develop and carry-out ideas and procedures to continuously improve department performance around AES & GSS scores. Ensure that department goals are communicated, understood, and met by self and the associates Assist management in preparing and presenting disciplinary action for associates/Supervisors as necessary. Address guest concerns, requests, or issues either individually or by enlisting the help of others (i.e., management and hourly associates).Demonstrate strong problem-solving skills and effective decision making. Guest Relations Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (LEARN) to resolve issues, delight, and build trust. Address guests' service needs in a professional, positive, and timely manner. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Assist other employees to ensure proper coverage and prompt guest service. Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests. Communicate recommendations in a way that builds excitement and interest among guests and associates. Perform other reasonable duties as requested. Guest Services Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed. Contact appropriate individual or department (e.g., Housekeeping, Engineering, Food & Beverage, Kitchen) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering) as necessary. Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time. VIP/Concierge Services Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities. Respond to guest requests for special arrangements or services (e.g., transportation, religious services, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Check-in/Check-out Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. Organize and coordinate check-in/pre-registration procedures for arriving groups. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. Sell a room/accommodation to guests without reservations based on availability. Verify and adjust billing for guests. Cash Handling and Key Controls Process all payment types such as room charges, cash, checks, debit, or credit. Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges. Balance and drop receipts according to Accounting specifications. Obtain manual authorizations and follow all Accounting procedures when computer system is down. Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change. All keys must be signed out when taken out using the key safe. No keys are to be removed from the hotel without authority from the General Manager. Keys must always be kept on person during a shift or placed in a secure lockable place. Keys to cash boxes, drawers, bedrooms, and offices must be held only by the Associates responsible for them and never given to any unauthorised individuals. Where a hotel has a reception safe, the keys to this safe must be kept in the possession of the Associate responsible for the safe. The safe must never be left open. All cash floats must be taken out of the Glory machine and returned at the end of the shift. Cash must always be kept in a secure place and never let unattended. Safes, cash drawer cash boxes etc., must be kept locked at all times when not in use. No person other than the Associate responsible must be allowed access to the float. The float holder at the end of each shift must balance individual cash floats using the glory machine. All keys when handed in should be placed in an appropriate key watcher safe. Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP. Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs. Reports/Recordkeeping Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Run credit card authorization report and check for discrepancies. Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor. Print contingency lists to have a record of all guests in case of emergency. Communications Provides assistance to coworkers, ensuring they understand their tasks. Speak to guests and co-workers using clear, appropriate and professional language. Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless). Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Night Auditor To oversee and, carry out the Night Audit function including the provision of systems expertise as laid down by the company requirements. Ensure the security of the hotel, its guests and visitors through regular checks and patrols throughout the night in conjunction with set procedures. Maintains Marriott Company SOP’s including Brand Standard Audit criteria ensuring standards are achieved during the night. To achieve full sellout nights minimizing walk-in guest. Maintain accurate walk log. Cleaning, dusting and hoovering of assigned areas. Complies with Marriott International Hotels Limited Regional Office policies and procedures Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.